Effective Communication — Communication is an Underrated Art
_______ % Die
Tone of Voice
- How timing can be used
- Normal client interaction
- In-hospital problem situations
- Pointed discussions
Why Clients Stop Coming to Our Practices
_______ % Move
_______ % Change Because of a Friend's Recommendation
_______ % Competition
_______ % Dissatisfied with Product or Service
_______ % Attitudes of Indifference by Some Employees
Customer Complaint Behavior
- The TARP Study
- 96% of unhappy customers do not contact the business that upset them. For every complaint received, the average company has 26 customers with problems, 6 of which are "serious."
- Complainers are more likely than non-complainers to do business again with the company that upset them, even if the problem isn't satisfactorily resolved.
- Of the complainers, between 54 and 70 percent will do business again if the complaint is resolved.
- 95% of customers will do business with a company again if they feel their complaint was quickly resolved.
- Complainers who have had complaints satisfactorily resolved tell an average of five people.
- The average customer having a problem tells 9 to 10 people about the incident; 13% will tell more than 20 people.
People Want To Talk To People Who
1. Appreciate Them
- Show appreciation; tell them what you appreciate
- Use the words: "I appreciate...", "Thank you for..." or "It helps me when you..."
- Everyone wants to hear they are important and appreciated
- Always be polite
- No judging
- No challenge
- No name calling
- Use suggestions: "Did you notice...?"
- If face to face, when a person approaches the desk, show interest by looking up, standing up, or approaching the person and asking, "How may I help you?"
2. Understand Them
- Don't stop at the words, "I understand..."
- Continue with WHY you understand
- Use the same words they used; repeat them
- Name the feelings: "I understand you are upset that your check hasn't come."
- Give the reason why they are upset
- Sympathize — use a personal remark
- Ask questions to get more information
- React positively to the client non-verbally with gestures, facial expressions, or tone of voice
- Respond clearly with answers that are easily understood; avoid jargon
- Remain non-judgmental and objective
- Remember, if the client is angry, you are not at fault